S HANE K E L L Y

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S H A N E A K 1 2 3 1 @ Y A H O O . C O M

OBJECTIVE

To secure a position with an organization that provides the best opportunities for me to grow and utilize my skills and potential to achieve both the organization’s goals as well as my own. EXPERIENCE

Sep 2021 – Current Four Seasons Lana’I Beach Resort Overnight Ambassador & Front Desk Ambassador

Utilizes a variety of computer systems to check guests in and out, run daily reports, run night audit reports, and select and block rooms for arriving guests.

Ensures new staff is highly trained, motivated, and supervised.

Assisting with a wide variety of guest needs and requests, adding personalized recommendations and touches to maximize customer satisfaction while complying with company policy.

Manages activities at the front desk in absence of and with managers on duty.

Ensures communications and follow-up on any problems, guest requests, or special requirements.

Monitors and ensures with all departments that standards are being met, staff is being supported and guest needs are being met.

Resolves customer complaints from all areas of the hotel, handling all guest interactions with the highest level of hospitality and professionalism, accommodating special request whenever possible; assists customers in all inquiries in connection with hotel services, hours of operation, key hotel personnel, in house events, directions, etc.

Coordinates arrivals, departures and billing requirements.

Takes action in all matters related to the safety, security, satisfaction and well-being of hotel guests and employees without requiring special direction. Nov 2017 – 2021 Caldera House Teton Village, WY

Night Auditor

• Perform front desk and accounting duties for the hotel and club membership.

• Ensures customer satisfaction by scheduling wake-up calls and other concierge activities according to guest preference.

• Handling customer requests and complaints and directing other departments accordingly.

• Accounting duties include the guest ledger, which is the collection of accounts for all currently registered guests of the lodging establishment as well as the Alpine club memberships. The night auditor ensures the accuracy of information on the guest ledger, ensures all guests have checked out at the appropriate time, and gathers all paperwork necessary to successfully complete the audit.

• Other responsibilities include regularly taking on maintenance projects of the establishment and doubling as overnight security.

Nov 2017 – 2021 Jackson Hole Mountain Resort Teton Village, WY Mountain Projects

Mountain Projects / Snowmaking / Lift Operations

• Developed and maintained trails and mountain slopes among several other special mountain and capital project.

• Knowledge of OSHA regulations and general compliance.

• Operated heavy equipment and machinery.

• Ensured all safety measures were met while using explosives for new development.

• Invasive weed control and management.

• Employee of the Month & Upper Mountain Employee of the Year May 2016 – Nov 2017 Snake River Lodge and Spa Teton Village, WY Night Auditor

• Perform front desk as well as accounting duties for the hotel, restaurant, and spa.

• Maintain and audit guest ledger.

• Front desk duties include check-ins, check-outs, making reservations, handling guest complaints, room assignments, and overnight emergencies. 2016 Amangani Jackson, WY

Server

• Maintain the highest quality of standards of customer service while providing abundant knowledge of all products and of the establishment.

• Meet and welcome customers swiftly, take drink orders, provide menus, and ensures all need are met.

• Bartending and expediting.

May 2007 - March 2015 East Coast Furniture Direct Virginia Beach, VA Owner/Operator

• Single handedly operated a furniture and mattress retail business with over $500,000 in gross annual sales.

• Handled weekly ordering and inventory.

• Headed internet marketing.

• Oversaw and scheduled deliveries.

• Managed accounting and bookkeeping.

• Provided exceptional customer service before, during, and after the sale. May 2007 – Nov 2015 (& Jan-Sep 2021) Ruth’s Chris Steakhouse VA Beach, VA Server

• Maintain the highest quality of standards of customer service while providing abundant knowledge of all products and of the establishment. Counseling customers regarding a nationally recognized wine list.

• Banquet and main dining room serving

• Bartending

• Expediting

EDUCATION

Aug 2006 - May 2007 John Tyler Community College Midlothian, VA Sept 2002 - May 2006 Clover Hill High School Midlothian, VA

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